Refund policy
At Novaly, we want you to be completely satisfied with your purchase. If for any reason you're not, we're here to help.
Return Window You have 30 days from the date of delivery to request a return or refund.
Right of Withdrawal (European Union Customers) In accordance with EU Directive 2011/83/EU, customers in the European Union have the right to cancel their purchase within 14 days of receiving the product, without providing any reason. Refunds will be processed within 14 days of the cancellation confirmation.
How to Request a Return Contact us at novalystory@gmail.com with your order number and reason for the request. Our team will respond within 2 business days with further instructions. You do not need to ship the product back — once reviewed, we will process your refund directly.
Refunds Once approved, your refund will be credited to your original payment method within 10 business days. If you haven't received it after 15 business days, please contact us at novalystory@gmail.com.
Exceptions — Non-Refundable Items
- Custom or made-to-order products
- Opened personal care items
- Gift cards
Damaged or Incorrect Items If you receive a damaged, defective, or incorrect item, please contact us immediately at novalystory@gmail.com with photos of the product. We will arrange a replacement or full refund at no additional cost.